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AI Solutions Business Analyst Location: Manchester, England (Hybrid - 3 days per week in office) with occasional workshops and in-person meetings Salary: Competitive, based on experience If interested, send a cover letter and CV to careers@servisbot.com About the role We’re looking for a practical, customer-focused and AI-curious Business Analyst to help us design and deliver AI agent solutions for our customers. This is not a standard BA role where you simply gather requirements and pass them on. You’ll work with customers to understand their business processes, service challenges, operational pain points and customer journeys, then help shape how AI agents can support, automate or improve those workflows. You’ll sit between customers, Customer Success, Product and Engineering. Your job will be to turn messy business problems into clear, structured requirements that can be delivered as effective AI-powered agents, workflows, integrations, knowledge sources and customer experiences. You do not need to be a machine learning engineer or a software developer. However, you do need to demonstrate comfort working with AI tools, understanding how AI agents behave, thinking critically about risk and quality, and helping customers move from vague ideas to practical, testable solutions. This role is ideal for someone who has experience in business analysis, solution design, implementation, digital transformation, customer operations or SaaS delivery, and who wants to apply those skills in the fast-growing area of AI agents. What you’ll do You’ll work as part of a team to: • Lead discovery sessions with customers to understand business goals, operational workflows, customer journeys and pain points., • Translate customer problems into clear AI agent use cases, requirements, workflows and acceptance criteria., • Identify where AI agents can improve speed, consistency, customer experience, operational efficiency or employee productivity., • Map current-state and future-state processes, highlighting where automation, AI assistance or human handoff should occur., • Define agent behaviours, conversation flows, business rules, escalation paths, knowledge requirements and success measures., • Work with Junior AI Agent Builders, implementation colleagues and technical teams to ensure requirements are understood and delivered correctly., • Help design prompts, knowledge structures, test scenarios and evaluation criteria for AI agents., • Support customer workshops, demos, playback sessions and feedback reviews., • Challenge vague or unrealistic requirements and help customers focus on practical, valuable outcomes., • Collaborate with Product and Engineering to identify gaps, product opportunities, technical constraints and reusable patterns., • Review agent outputs for accuracy, usefulness, tone, compliance, consistency and customer experience., • Support UAT, testing and launch readiness by making sure agent behaviour matches agreed requirements., • Create clear documentation, including process maps, user stories, requirements, decision logs, test scenarios and customer-facing summaries., • Help define what success looks like for each AI agent, including operational KPIs, customer experience measures and quality indicators., • Keep up to date with practical developments in AI agents, LLMs, workflow automation, prompt design and AI governance. What makes this role different from a traditional BA role A traditional BA might document what a customer asks for. In this role, you’ll need to help customers work out what they actually need. You’ll need to understand when an AI agent is the right solution, when a process needs to change first, when automation could create risk, and when a human-in-the-loop approach is more appropriate. You’ll be expected to think about: • How an AI agent should behave in real customer scenarios., • What information the agent needs to answer accurately., • What the agent should not do., • When the agent should escalate to a human., • How to test whether the agent is performing well., • How to design workflows that are useful, safe and maintainable., • How to turn customer ambition into something deliverable. This role requires strong BA fundamentals, but also curiosity, judgement and practical understanding of how AI can be applied in real business environments. What we’re looking for We’re looking for someone with solid experience in business analysis, solution delivery or customer-facing technology projects. You should be: • Experienced in gathering, analysing and documenting business requirements., • Confident running customer workshops and asking structured, thoughtful questions., • Good at breaking down complex or messy processes into clear workflows., • Able to distinguish between business needs, user needs, technical constraints and product gaps., • Comfortable working with technical and non-technical stakeholders., • Strong at writing clear documentation, user stories, acceptance criteria and process maps., • Curious about AI, automation and how businesses can use agents to improve customer and operational outcomes., • Practical and outcome-focused, with good judgement about what will actually work., • Comfortable challenging assumptions and helping customers prioritise., • Able to work closely with delivery, product and engineering teams., • Strong at spotting ambiguity, risk, edge cases and gaps in requirements., • Interested in customer experience, service design, digital transformation and operational improvement., • Comfortable testing AI agent behaviour and reviewing outputs critically., • Organised, reliable and able to manage multiple customer or project workstreams. Useful skills or experience You do not need all of these, but any of the following would be helpful: • Experience as a Business Analyst, Product Analyst, Implementation Consultant, Solution Consultant or Digital Transformation Analyst., • Experience in SaaS, customer service technology, contact centres, workflow automation or enterprise software., • Exposure to AI tools such as ChatGPT, Claude, Gemini, Copilot or other AI platforms., • Experience with conversational AI, chatbots, virtual agents or customer service automation., • Experience creating process maps, user stories, acceptance criteria, test plans or solution documentation., • Understanding of APIs, integrations, webhooks, CRM systems, ticketing systems or automation platforms., • Experience working with Product and Engineering teams in an agile delivery environment., • Experience supporting UAT, customer testing, implementation or go-live readiness., • Familiarity with knowledge bases, FAQs, help centres, content design or service design., • Awareness of AI risks such as hallucination, bias, unsafe responses, poor escalation design or unreliable knowledge sources. You do not need to be: • A machine learning engineer., • A data scientist., • A software developer., • An AI researcher., • A prompt engineering expert., • A traditional BA who only writes requirements and avoids solution thinking. We’re more interested in your ability to understand business problems, structure complexity, communicate clearly, work with customers, and help deliver practical AI agent solutions that create real value. What success looks like In your first few months, you’ll be able to: • Understand how ServisBOT designs, builds and delivers AI agent solutions., • Lead customer discovery sessions with support from senior team members., • Produce clear workflow maps, requirements, agent behaviour definitions and acceptance criteria., • Work with implementation colleagues to turn requirements into agent configurations, prompts, knowledge structures and test scenarios., • Identify gaps, risks, edge cases and dependencies early., • Support demos, playbacks and customer feedback sessions., • Help customers understand what AI agents can and cannot realistically do., • Contribute to better internal delivery patterns, reusable templates and best practices. Over time, you’ll grow into someone who can take a customer problem from early discovery through to a clear AI solution design, working with the team to deliver agents that are useful, reliable, measurable and aligned to customer outcomes. Why join us? This is a chance to apply strong business analysis and solution design skills to one of the fastest-growing areas of technology: practical AI agents for real businesses. You’ll work on real customer problems, not theoretical AI experiments. You’ll help shape agents that support customer service, operations and business workflows, while learning from experienced colleagues across Customer Success, Product, Engineering, Architecture and Delivery. You’ll also have the opportunity to help define what good AI business analysis looks like: how to capture requirements for AI agents, how to test agent behaviour, how to design safe and useful workflows, and how to help customers adopt AI in a practical way. If you’re an experienced BA who wants to move beyond standard requirements gathering and into AI-powered solution design, this could be a great fit. If interested, send your CV and cover letter to careers@servisbot.com

Senior User Researcher Manchester Hybrid Up to £66,000+ benefits A leading digital services client that supports both public and private sector projects to deliver the best experiences for users is hiring for a Senior User Researcher UK-Wide. If you have experience in this field this role could be the role for you! What You’ll have the Opportunity to do as a Senior User Researcher: • Advise clients on how to solve different complex problems using research, people-centred design & flexible, fast-paced research., • Lead teams to design services that meet different user needs, • Advocate for inclusive approaches within user research, • Engage with clients & stakeholders and advise each on how to benefit the most from user research, • Support in recruitment, events and winning new business., • Promote people-centred design offer both internally & externally About The Candidate The right Senior User Researcher will have: • Expertise in applying user research strategies across consulting and public services, • Previous experience of working in multidisciplinary teams to design and deliver people-centred services, • Experience of line management and or training other user researchers, • Ability to confidently communicate & stakeholder management skills, • Strong leadership skills and the ability to have difficult conversations with clients to find the best way to progress, • Experience with government digital services is highly desirable What’s in it for you? • £55,000 to £70,000, • Up to 25 days holidays per annum alongside UK public holidays, • Health and Wellbeing Assurance, • Pension Scheme contributions, • Flexible Benefit Scheme To hear more about the Senior User Researcher role contact Daire McIlhatton at daire.mcilhatton@ansonmccade.com

🚀 We’re on a mission to make money work for everyone. We’re waving goodbye to the complicated and confusing ways of traditional banking. After starting as a prepaid card, our product offering has grown a lot in the last 10 years in the UK. As well as and bank accounts, we offer , , a and in the UK, with more exciting things to come beyond. Our UK customers can also , and _ with us. With our hot coral cards and get-paid-early feature, combined with financial education on social media and our award winning customer service, we have a long history of creating magical moments for our customers! We’re not about selling products - we want to solve problems and change lives through Monzo ❤️ _ ✨ London or UK Remote | 💰£125,000-£155,000 (dependent on experience) + Stock Options + | ✨ ⭐Our User Research team.. Our mission is to make money work for everyone. Our research team is pivotal in helping us achieve that mission. Our research team at Monzo is currently made up of around 20 User Researchers, who spend most of their time embedded in multi-discipline teams focusing on different areas, like Wealth products, Borrowing products or Operations. We also have a small research leadership team, and a research operations lead who makes sure we're set up to do our jobs and have the space to innovate safely. The team User Research team is led by Katherine Vaughan who is Director of User Research. Our discipline lives in the Design team at Monzo, along with Product Design and Brand Design. Design is lead by our Chief Design Officer, Vuokko Aro. Find out more about how we work on the Monzo Design _. What you’ll be working on: • Managing a team of user researchers focusing on expanding into new markets, • Driving our approach to new markets by applying first-principles thinking while making use of existing knowledge and localisation tools, • Keeping stakeholders across Monzo informed about the specific needs of consumers and businesses as we expand and making sure action is taken as a result, • Increasing visibility of key research insights, • Working in partnership with the Director of Research to make sure everyone in the research team is working on the highest impact areas, and individuals have autonomy to make those decisions where possible., • Understanding your direct reports well, so you can place them where they fit, for impact, growth and happiness., • Developing sustainable ways of nurturing all talent within the Research team., • Leading forums that allow the whole research team to feed into decisions and shape the team., • Working with Research Operations and the Research Director to scale team systems and processes as we grow., • Continually raising the standard of research through timely feedback, and improved processes and rituals., • Hiring brilliant, diverse User Researchers, and ensuring a smooth onboarding process for them., • Making sure the team has an active presence in the external community and is appealing to a diverse set of researchers. Your day-to-day • Work within a critical business area to develop and deliver a product strategy, including building a deep understanding of customer needs and market opportunities, and how we’ll differentiate ourselves and grow., • Providing support for direct reports, through clear development goals, timely updates and feedback, and regular 1:1s., • Collaborate with and influence key stakeholders across the organisation, including the wider product teams, company leadership, marketing, compliance, legal, regulatory affairs and more to get alignment and support for the strategy., • Work closely with design, product, marketing data and engineering leadership in your areas to set the right conditions for the teams to do their best work and problem solve our key customer needs., • Shaping development practices, like progression frameworks, across the wider team., • Taking an active role in our Design Leadership team., • Continually educating everyone at Monzo, including senior stakeholders, on what research can and can’t be used for. You should apply if: • You have experience working as a User Researcher Manager in a high growth product or technology organisation, • You have experience expanding products into new countries, leading user research for expansion efforts, • You have experience and a deep understanding of the types of decisions and methods to take when tailoring products for local markets, • You enjoy bringing momentum to projects, unblocking progress and focusing on achieving the most exciting outcomes (not the fanciest outputs), • You care about the quality of the product that sits in our users’ hands, and the overall experience they have with Monzo, • You’ve worked collaboratively with other disciplines like Data, Product and Design, • You’re an experienced coach, mentor and leader of seasoned User Researchers, • You’re happiest when the people in your teams feel supported, are growing, and can work effectively, • You have an approachable and supportive leadership style when you’re needed, but you also empower direct reports to work autonomously, • You have experience teaching and coaching non-researchers about research, • You have demonstrable experience making decisions that promote diversity and inclusion, • You have experience making use of marketing insights, quantitative user research, product data and a range of other insights for better decision making Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At Monzo, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply— even if you don’t have everything that's listed just yet. Drop us your application, we’d love to hear from you! 🙌What’s in it for you 💰£125,000-£155,000 ➕ share options ➕ benefits ✈️ We’ll help you relocate to the UK. ✅ We can sponsor your visa. 📍This role can be based in our London office, but we're open to distributed working within the UK (with ad hoc meetings in London) ⏰We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team. 📚£1,000 learning budget each year to use on books, training courses and conferences. 🏡We will set you up to work from home; all employees are given Macbooks and for fully remote workers we will provide extra support for your work-from-home setup. ➕ Plus lots more! _ The Interview Process: Our interview process involves 3 main stages: • Recruiter call (30 minutes), • Research Leadership & Ways of Working (1 hour), • Final loop: People Management (1 hour) + Influence and Impact (1 hour) Our average process takes around 2-3 weeks but we will always work around your availability. #LI-LT1 #LI-REMOTE Equal opportunities for everyone Diversity and inclusion are a priority for us and we’re making sure we have lots of support for all of our people to grow at Monzo. At Monzo, we’re embracing diversity by fostering an inclusive environment for all people to do the best work of their lives with us. This is integral to our mission of making money work for everyone. You can read more in our , 2024 and 2024 _ We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. If you have a preferred name, please use it to apply. We don't need full or birth names at application stage 😊

User Researcher for upcoming government projects, based in Manchester, UK.

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